Peoplelogic Business Solutions Private Limited Hiring For Senior Software Engineer at Bengalu[...]

Peoplelogic Business Solutions Private Limited; Bengaluru; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

An established industry player is seeking a skilled professional to join their dynamic team in Bengaluru. This role involves troubleshooting customer issues, conducting training sessions, and driving continuous improvement through root-cause analysis. With a focus on web-based products and technical support, you will play a vital role in ensuring service level agreements are met while enhancing application performance. If you have a passion for problem-solving and a strong technical background, this opportunity allows you to make a significant impact in a collaborative environment, working alongside talented individuals in the software industry.

Qualifications

• 6-12 years of experience in software industry with a focus on technical support.
• Bachelor’s degree in Computer Science or related field required.

Responsibilities

• Troubleshoot customer issues and drive root-cause analysis.
• Conduct training sessions and create knowledge base articles.

Skills

Troubleshooting

Communication

Root Cause Analysis

Technical Support

Scripting Languages

SQL Server

Web Products

Process Improvement

Education

Bachelor’s degree in Computer Science

Tools

Wireshark

Fiddler

Netmon

Job description

Job Description

Role/Job Description:

1. Demonstrate understanding of the product architectures of the entire solution suite.
2. Troubleshoot and resolve issues coming from customers.
3. Communicate plan and progress issues in a timely manner and be self-sufficient & resourceful in meeting deliverables.
4. Ensure SLA is being followed and strive to reduce bottlenecks (knowledge of process).
5. Conduct training sessions within and outside of the team.
6. Drive root-cause analysis and continuously identify trends of issues which will bring improvements to applications and processes.
7. Create knowledge base articles on issues and resolutions.
8. Identify process related issues and work with stakeholders to streamline.
9. Provide status updates to the Team Lead on a regular basis and escalate complex/time sensitive issues.
10. Develop an understanding of the business and application processes that exist.
11. Ensure updates to documentation are done on a continuous basis.
12. Willing to work in shift hours to overlap working hours with US, UK, TLV time zones and troubleshoot customer issues.

Work Location: Bangalore

Work Experience: 6 to 12 years

Background and Requirements:

• Bachelor’s degree in Computer Science or other applicable engineering discipline required.
• Overall, 8 to 12 years of professional experience in the software industry.
• 2 years of Programming/scripting experience in any language.
• 3 years of experience working with web-based products hosted on Windows using Weblogic, IIS, Tomcat, SQL Server.
• 3 years of technical/product support, software installation, or R&D experience in a software company.
• Strong written and verbal communication skills.
• Ability to understand and read log files & willingness to go into details to understand the root cause of the issues.
• Ability to lead complex issues triaging and handle escalations.
• Demonstrate technical expertise and lead the issues with facts.

Preferred Requirements:

• Knowledge in development/scripting languages like Java, JavaScript, Python, PowerShell, .Net, C++, VBScript, JSON, etc.
• Knowledge on SQL Server.
• Good knowledge of tools such as Wireshark, Fiddler, Netmon is an added advantage.
• Experience in troubleshooting performance issues in complex products is a huge advantage.
• Familiarity with Contact Center operations and tools is helpful.
• Experience with the installation, support, use, or administration of quality monitoring and other workforce management software will be an added advantage.
• Experience with Security such as SSL, Single Sign-On with Windows & other IT security aspects.